THE recent exercise by Prasarana Malaysia Bhd to migrate its MyRapid card to the new MyRapid Touch ’n Go (TnG) platform has caused problems for users, particularly for concession card holders.

A frustrated commuter, Lai Kwan, said only the Pasar Seni bus hub was able to handle such transactions starting June 15.

He said many commuters had walked out of the centre in disgust only to return again, perhaps more than once.

“This is due to the limited capacity set by the concession counter staff on how many commuters can be served a day.

“One day, I saw a group of helpful senior citizens advising a newcomer that she should come back at 7am to queue in order to get a service number, although the office only starts its operations at 9am.

“That’s what these seniors did as only 100 numbers for senior citizens are issued each day.

“They also warned that if she did not get her card upgraded by the deadline, whatever amount stored in the old one would be ‘gone’.

“I hope Rapid KL can analyse its customer database to see how many cards that need to be replaced have been issued.”

Lai said Prasarana should open more counters to handle the transaction as the users were given only until July 15 to change their concession cards.

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Prasarana Malaysia Bhd said it was aware of the problem and apologised to the concession card holders for their experience at the Pasar Seni Bus Hub Concession Counter.

Its group communications and strategic marketing head Lim Jin Aun said the company had taken note of the crowd build-up at the Pasar Seni counter and would open additional concession card migration and application counters at the Subang Jaya and Awan Besar LRT stations next week.

“We will update our customers on the opening of the additional concession card counters via social and mass media once more details are available.

“While the card would be migrated free of charge, MyRapid cardholders are required to top up their current cards to a round amount at the station Customer Service Office before the card can be changed,” he said, adding that any amount topped up would be fully transferred to the new MyRapid TnG card.

Lim said the objective of the migration was to allow all MyRapid cardholders to travel seamlessly between the Rapid KL bus, LRT and monorail networks, and the MRT Sungai Buloh-Kajang (SBK) line, which has been scheduled to be fully operational on July 17.

The MRT SBK Line will integrate with the LRT Kelana Jaya Line at Pasar Seni, and with the LRT Sri Petaling and Ampang Lines at Maluri.

It will also be connected to KL Sentral via an underground walkway between Muzium Negara and KL Sentral.